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The "NO Effort" Effect
Given all the reports and articles published on negative experiences, I am puzzled at the lack of effort from companies.
This week I took a detour on my way to work to drop off my car for some repairs needed after I got into a bit of a scrape on the road. Nothing major, although the costs will be there. I had made all the required calls to follow though on paper work, made sure the dealer had the parts in, and got the car rental lined up.
Of all the people I dealt with, surprisingly, my claims adjuster and representative from the insurance company were the best. Bob and Heidi were prompt, punctual, delivered on what they promised, and used impeccable communications skills -- including returning my calls quickly and being very upfront and transparent about discussing coverage with me.
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Favorite Book 2007
The Toyota Way is my favorite book for 2007. It had so many good ideas that I could not keep up and ended up reading it again and even buying the Field Book to go along with it.
Download Elegant Solutions from Change This which provides some highlights of the Toyota Production System. Too many ideas that are applicable to contractors to even count!
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